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Disputes & Complaints

Any person or organisation (the complainant) who is dissatisfied with a product or service provided by RBA for any reason has the right to make a complaint to us.

How and where to complain?

You can let us know about your complaint and how you've been impacted by using any of the contact details below.

What happens next?

Once a complaint has been received, you will be sent an email acknowledgment of the receipt of your complaint within 3 business days. We will endeavour to resolve complaints within 15 business days of receiving the complaint, but this will not be possible on all occasions.

Where our review exceeds 15 business days, we will contact you to inform you of the reasons for the delay, and indicate to you when we expect to be in a position to complete our review of the complaint.

What information is required when making a complaint?

When making a complaint, please provide the following information:

Your name, contact details and a building licence number where an eligibility assessment is relevant, the nature of the complaint (including when the conduct giving rise to the complaint occurred) and copies of any documentation supporting the complaint.

Your rights during the complaint process

You have the right to enquire as to the status of your complaint and you can do so by contacting us at the number provided above.

How to take your formal complaint further

If you're not satisfied with the outcome we propose, or if you believe you have not received a fair hearing, let us know and, if appropriate, we'll refer the dispute toicare hbcf. Details of the icare hbcf complaint and dispute handling procedure are located at https://www.icare.nsw.gov.au/builders-and-homeowners/lodge-a-dispute.